What Is CRM?
The first question to ask yourself is what do your customers mean to your business and how do you want your customers to engage with your products and services? With this answer you will be closer to understanding what CRM could mean to you and your business. CRM can allow your business to manage its relationships easily, with all of the data and information that comes with it.
What Can CRM Do for My Business?
A well implemented software platform or product can help deliver business processes and be configured to help you record and track interaction with customer engagement. Customer Relationship Management (CRM) is a methodology and an approach to adopt in business, so that all of your team deliver a customer-centric approach. CRM software will have some predefined processes and functionality that cover key business areas including Sales, Marketing or Service. With our MyCRM Essentials offering we define this as Customer, Encourage, Engage, Evolve and Encompass, helping each business area benefit from processes that enable collaboration and data sharing.
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Your customer is a core asset to your business, and enabling a consistent and repeatable customer experience time after time builds loyalty and good relationships. A core function of a CRM system is to give great customer management, which records all relationships and interactions from prospects to advocates.
The world of marketing has changed a lot in the last 5 years with social media and email marketing taking a higher preference for being cost effective compared to hard copy and postal services. Having an ability to track what campaigns you run and seeing which customers are engaging, can help you target and initiate a sales process. CRM will enable you to create and track campaigns and use the data to nurture and grow relationships with customers and potential customers.
Sales Force Automation
Your businesses objective will be to grow and to become profitable. Making sales and servicing those sales is a key part of your day-to-day activity. With a defined sales process in a CRM you will be able to track and manage lead generation, track your business opportunities, manage quotes and create orders, all part of a step by step process. Sales automation gives you the ability to track product lists and manage pricing across your product range, giving you consistency and analysis of activity.
Help Desk and Case Management
Help should always be on hand for customers who have subscribed or purchased your products or services. CRM helps with a full case management process, and will enable tracking of queries and support tickets through to resolution, enhancing your customer engagement capabilities. Issues can be reported and actioned with knowledgebase articles, and telephone activities can be recorded against each customer and case that is created.
Team and Supplier Management
True CRM is about the customer however, managing inbound stock and engagement with suppliers is also going to be a key factor in your business. Tracking purchasing and product supply can also have relevance and impact delivery to customers and this is why with MyCRM Essentials we include this level of extended capability; giving you the ability to track all engagements across your enterprise.
To find out what else CRM can do to help your business contact us for more information